Mini box freezing

[des+irwin]

I have two mini boxes. One is fine. The other keeps freezing. Last night I recorded a freeze on the tv of over 90 seconds. It does this repeatedly and the tv is unwatchable.

have restarted the system countless times, the box did a software update.

Sky status says all is good but it clearly isn't, no matter how often I do the status and checks there is no option to contact anyone like it says there should be, neither can I book an engineer as it says page not found.

So sky q box - fine

mini box 1 - not fine

mini box 2 - fine. 

the one with the issues is closest to the sky broadband router - no more than 8 feet away.

[Laing1]

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@des+irwin wrote:

I have two mini boxes. One is fine. The other keeps freezing. Last night I recorded a freeze on the tv of over 90 seconds. It does this repeatedly and the tv is unwatchable.

have restarted the system countless times, the box did a software update.

Sky status says all is good but it clearly isn't, no matter how often I do the status and checks there is no option to contact anyone like it says there should be, neither can I book an engineer as it says page not found.

So sky q box - fine

mini box 1 - not fine

mini box 2 - fine. 

the one with the issues is closest to the sky broadband router - no more than 8 feet away.

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@des+irwin Is Sky your broadband provider ? also have you tried swapping the mini boxes over as if the same one still has problems then you may need a new box 

[des+irwin]

Hi @Laing1, yes everything is sky.

its not straightforward to

swap them unfortunately, the mini box is behind a tv which is sunk into the wall, i wouldn't be confident doing that without assistance.

We had this problem a few years ago and after two or three engineer visits it was eventually resolved and has been fine since, she did 'something' with how the box communicated with the sky q and router.

its been mildly, but liveable with, flakey since the sky q box was out for a couple of days after a storm before Christmas, I'm wondering if all the restarts and work to fix that has undone some settings.

I assume sky will have a log of what was done but the service check is like a death loop, just going round and round the same information.

[Laing1]

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@des+irwin wrote:

Hi @Laing1, yes everything is sky.

its not straightforward to

swap them unfortunately, the mini box is behind a tv which is sunk into the wall, i wouldn't be confident doing that without assistance.

We had this problem a few years ago and after two or three engineer visits it was eventually resolved and has been fine since, she did 'something' with how the box communicated with the sky q and router.

its been mildly, but liveable with, flakey since the sky q box was out for a couple of days after a storm before Christmas, I'm wondering if all the restarts and work to fix that has undone some settings.

I assume sky will have a log of what was done but the service check is like a death loop, just going round and round the same information.

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I have escalated this to sky

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[Jason-]

Good Morning @Laing1, thanks for making us aware of @des+irwin's post. We'll send them over an invite just now and we help get their Sky Q Mini box issue sorted 👍🏻

Thanks, Jason

[des+irwin]

Hi, your colleague on chat said to update if this stated happening again as they couldn't find a fault.

its now happening again.

not as bad as previously but 5-6 second freezes.

[des+irwin]

Mini box says 'there is a problem with your network connection' 

if I look in network set up however everything is ticked.

ive not 'reset' - it made no difference last week when i did.

there was also some kind of glitching on the broadband connection at around 8am - 9am this morning.

[des+irwin]

Now has come up with a blue screen and a message saying there is a problem finding your sky q box.

this clearer after around 90 seconds.

[des+irwin]

TV unwatchable again this evening.

same errors as I posted yesterday evening.

@Jason or someone from Sky can I please have some help with this?

appreciate that an intermittent issue is difficult to pin down but this is becoming a major issue.

ive had no option but to power restart everything again, it was that or no TV.

TV is now glitch free but I shouldn't have to recycle everything like this.

[des+irwin]

TV unwatchable again this evening.

same errors as I posted yesterday evening.

@Jason-  or someone from Sky can I please have some help with this?

appreciate that an intermittent issue is difficult to pin down but this is becoming a major issue.

ive had no option but to power restart everything again, it was that or no TV.

TV is now glitch free but I shouldn't have to recycle everything like this.

[des+irwin]

@Jason- 

TV unwatchable again this evening.

same errors as I posted yesterday evening.

@Jason or someone from Sky can I please have some help with this?

appreciate that an intermittent issue is difficult to pin down but this is becoming a major issue.

ive had no option but to power restart everything again, it was that or no TV.

TV is now glitch free but I shouldn't have to recycle everything like this.

[Chodley]

Black or white router?

If it's only 8 feet away, can you use ethernet?

[des+irwin]

Black router.

cant use Ethernet as the tv and mini box are built into a media wall.

its worked generally fine for 4 1/2 years like that. There's nothing new in the house that impacts anything WiFi / broadband.

[des+irwin]

Black router.

cant use Ethernet as the tv and mini box are built into a media wall.

its worked generally fine for 4 1/2 years like that. There's nothing new in the house that impacts anything WiFi / broadband.

[Jason-]

Hello @des+irwin, sorry to see you're still having problems with your Sky Q Mini box. I'll send you an invite to a private chat shortly and we can help you get things sorted.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-